GoToGateReviews 2,842

This is a total scam- save your time and your money and NEVER book through gotogate.

Had I booked directly through Icelandair- I would have had a response via telephone and online form within minutes regarding the need to cancel my flight due to Covid. And, I would have received a voucher for the price of the flights.

However, Icelandair was unable to provide me with this voucher as I had booked through a third party (gotogate). I then proceeded to wait on hand for GotoGate for over 4 hours before my flight was set to depart with no answer.

When I filled out Gotogate's online form well before my flight, they responded to the cancellation request 5 days later (!) to say that they could not provide a voucher because I was marked as a no-show...

I will never, EVER, use this company again.

Booked a trip, paid, and between the payment and receiving the confirmation email, they have moved us onto a different flight for the second leg of the journey. Demanding money for making changes that weren't our fault.

Disgusting, waited for an hour to speak to someone, the person had kids in the background and blade my connection on the fact that e can't hear me.

Couldn't change anything, completely useless and HUNG UP after 5 minutes... unprofessional. He will obviously blame it on being disconnected.

Their only solution was for me to cancel the booking (obviously, get charged for it), and lose more money by booking a new trip (with prices hiked up over the time I have been trying to reach them).

They take the money in advance, then cancel the ticket and charge additional fees to "try to search for an alternative ticket", which will never arrive. Don't expect a refund, speaking to a human or someone whose full name is known in this company is actually impossible.

Had booked my tickets via Gotogate Sydney to New Zealand by Air New Zealand, which got canceled due to Covid. They told me that they have requested a refund from the airlines, and 2 of their customer service agents also confirmed that they received the refund from the airline which will be credited to us soon. However it's been more than 6 months now and still we haven't received our money. First of all, it's so difficult to get in touch as nobody answers the call after waiting for 2hrs, and even by chance if we get through the CS agents don't know anything and they say that nothing is updated in their system.
All of them giving different answers as per their own judgement. Now they are saying that they never received the refund from Air New Zealand. They are not even giving me the reference number to coordinate with Air New Zealand. PLEASE Please NEVER Go to THEM. I have dealt with more than 50 travel agents earlier, and this is the WORST till date. Please DONOT fall in their trap about cheap airfares etc. YOU WILL END UP LOSING YOUR MONEY

My flights of €3,000 were cancelled in April 2020. It is now June 2021 and no refund has been refused. Gotogate do not accept queries or complaints. They say they are guaranteed etc. but refuse to refund what the airline refunded to then which is dishonest. I would not book with them again and advise others not to book with them

It's a big scum company dont ever buy a ticket from them you will have loads of problem in airport at the counter.
I bought extra 15 kg laggage on my ticket. When I went to airport to the counter they said your 15 kg is not added to turkish airline system they said contact the travel agency I was calling those scummers for half
Hour no one pickup I was getting late and I threw all my gifts and items in the Bin they said at the counter you have to pat 250 pounds more if you want to take this luggage.
So my advice never ever even don't think about buying a ticket from this Scum gotogate Company.

The most abominable company to exist. DO NOT BUY ANYTHING FROM THEM. I bought tickets in April for my girlfriend and I to travel to Portugal in October 2021. Three days later, they canceled the flight and I have not seen the money since. I have made phone call after phone call, waited hours for each call, finally reach a human and they are crazy CRAZY rude, and then tell you to email the company… I have never been contacted and I KEEP reaching out via phone… which takes hours to get a hold of someone, only to send you back in circles. And still ZERO MONEY BACK.

Sorry I am so efffing upset.

I initially bought three round-trip flight tickets from JFK to Barcelona via TAP Portugal in July 2020 for June 2021 through booking company Gotogate. Unfortunately, due to a music festival in Spain being postponed and Covid-19 travel restrictions only loosening up now, we were not going to be able to go to Spain in June 2021 as we thought. I had to call Gotogate four different times, waiting anywhere from 30 minutes to 1.5 hours only to be transferred each and every time and never have my issue resolved. I expressed that I wanted to cancel my flight and request a refund due to airport and schedule changes. My last two calls to Gotogate ended in hang-ups and transfers to a voicemail box. I've attached three emails sent to me from Gotogate about my case to show how unprofessional this booking company is. Although Gotogate claimed to contact the airline, after a call to TAP Portugal directly I learned this never occurred. TAP Portugal helped me claim refund vouchers for all three tickets, and now I'll be able to book new flights with them directly. Gotogate did nothing but waste my time when it came to cancelling my flight or attempting to receive a refund. Do yourself a favor and book directly with your chosen airline, stay clear of Gotogate at any cost! If you've already booked via Gotogate, contact the airline directly for help with any issues.

Gotogate did not make any refund. Airlines had made a full refund with instructions to refund the amount to the customer for the canceled ticket.

I booked a ticket on 29/02/2020 to travel from Egypt to USA at June 2020.
The airports were closed due to COVIDA-19, I rebooked on October and paid 30 EUR for rebooking while airlines did that for free and I was paid for flexible tickets before.
The airlines cancelled the flights and I asked for a refund. The airlines refunded the GOTOGATE but until this moment ( a year from booking) the GOTOGATE did not return my money. I sent several emails with no response.
I called customer-service several times each time I waited for more than an hour to reach the agents. The agents Talked for 5 minutes to to tell me they send to payment department a note.
That is a very bad customer service for an international company, they do not care about any customer and they keep refund money with no reason at all.

When you are ready to pay. They change the amount immediately... So, they charge me 112£ more... they are rubbish.!

If I ever meet a gotogate employee in real life who admits to working for gotogate I will badly injure or kill them

No customer service. Even if the airlines has processed the refund and confirmed me many times that the money is paid back to travel agent. They wont refund it to me at all. Its been more than 1 month I have been waiting for my money. Like thieves they will just shamelessly keep you money. In my case it was more than USD $ 2500

IF AIRLINE CANCELLS THE FLIGHT OR YOU CANCEL THE TICKETS IN BOTH THESE CIRCUMSTANCES YOU WILL NOT GET REFUND, THOUGH AIRLINE HAVE GIVEN THEM OUR REFUND MONEY.
I MYSELF GOING TO CONSUMER COURT FOR DAMAGES, COMPENSATION & NOT GOING TO LEAVE THEM. I MYSELF WENT TO AIRLINE OFFICE, GOT THAT PROOF- WHEN THEY REURRNED MY MONEY TO GOTOGATE, INSPITE OF SHOWING THEM PROOF THEY AREN'T RETURNING MY MONEY
I REQUEST ALL TO GO TO THEIR RESPECTIVE COUNTRY COURTS FOR COMPENSATION

Don't expect anything from GOTOGATE.
I have purchased 2 tickets TLV-Milan-TLV just before the pandemic (order #L2TMP4). The flight was canceled due to the pandemic.
I have contacted the company several times for a refund and nothing happened. I've contacted the airline company and they insist that they refunded gotogate and that gotogate did not pass on the refund to my credit card.
Keep away from such companies.

Avoid at all cost! Terrible customer service, can not possibly be more rude. I was forced to re-book a flight during pandemic, as I wasn't given the option to have an open ticket, had to pay more than twice the price of the initial flight. This is just robbery. Never had issue with other companies.

Please, do not book with this company. I booked a couple of flights which were cancelled due to COVID-19 more than one year ago. I have been after them since then and I still have not received my money. They keep replying me with template emails and lies. According to them, they are waiting for the airline to process the refund and that is a huge lie. The airline has prooven to us and gotogate that they have already made the refund by their side, they have sent us screenshots and all to proof this. I would not recommend this company, they are SCAM. Careful